Shipping Policy

Our Commitment to You

At Electric Fire Place Store, we are dedicated to providing premium electric fireplaces, fire tables, and heating solutions that enhance your living space. We understand the importance of reliable delivery and complete satisfaction with your purchase, which is why we’ve established clear and fair shipping and returns policies.

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched.

Shipping Methods & Timeframes

We offer two shipping options to accommodate your needs:

Shipping Method	Cost	Delivery Timeframe	Carrier
Standard Shipping	$12.95	10-15 business days after shipment	DHL or FedEx
Free Shipping	FREE (Orders over $50)	15-25 business days after shipment	EMS

Note: Delivery times may vary depending on your location and customs processing. We ship globally, excluding some Asian regions and remote areas.

Accepted Payment Methods

We accept the following payment methods for your convenience:

• Visa
• MasterCard
• JCB
• PayPal

Return & Exchange Timeframe

We accept returns and exchanges within 15 days from the date you receive your order. This gives you adequate time to inspect your electric fireplace or fire table and ensure it meets your requirements.

Conditions for Returns & Exchanges

To be eligible for a return or exchange, your item must meet the following conditions:

• Item must be in original, unused condition
• All original packaging and materials must be intact
• All tags, labels, and protective coverings must be in place
• Item must include all original parts and accessories
• Proof of purchase (order number) is required

Step-by-Step Return Process

Step	Action Required	Timeframe
1	Submit Return Request using our template below	Within 15 days of delivery
2	Await approval and receive return authorization number	1-2 business days
3	Package item securely with original materials	Immediately after approval
4	Ship package to our return address	Within 5 days of approval
5	We process your return upon receipt	3-5 business days

Refund Information

Refund Processing Time

Once we receive and inspect your return:

• Credit Card/PayPal Refunds: 5-10 business days to process
• Bank Transfer Refunds: 7-14 business days to appear in your account

Deductions from Refunds

Please note the following may be deducted from your refund:

• Original shipping charges (unless item was defective)
• Return shipping costs
• Restocking fee (15% for opened but unused items)

Exchange Process

If you need to exchange your electric fireplace for a different size (for example, exchanging a 24-36 inch model for a 36-48 inch model) or different brand:

• Follow the return process outlined above
• In your return request, specify the product you wish to exchange for
• We will process the return and ship your new item once the return is approved
• Any price differences will be charged or refunded accordingly

Return Shipping

Customers are responsible for return shipping costs, unless the return is due to our error or a defective product. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee we will receive your returned item.

Return Address:
Electric Fire Place Store
Returns Department
2867 Mesa Drive
Las Vegas, US 89119

Damaged or Defective Items

If your electric fireplace arrives damaged or defective:

• Contact us within 48 hours of delivery
• Provide photos of the damage or defect
• Include images of the packaging
• We will arrange for a replacement at no additional cost

We cover all shipping costs for damaged or defective items.

Return Request Template

Email Template for Return/Exchange Requests

Subject: Return/Exchange Request – Order #[Your Order Number]

To: [email protected]

Body:
Dear Electric Fire Place Store Customer Service Team,

I would like to request a [return/exchange] for my recent purchase.

Order Number: [Your order number] Product Name: [Name of the electric fireplace/fire table] Reason for Return/Exchange: [Please provide detailed reason] Preferred Resolution: [Refund/Exchange for specific product]
I confirm that the item is in its original condition with all packaging and accessories included.

Please provide instructions on how to proceed with the return/exchange.

Thank you,
[Your Name] [Your Phone Number]